RETURNS AND REFUNDS – MADE CLEAR AND FAIR

WELCOME TO OUR POLICY
This page explains how returns and refunds work when you shop with us for British groceries, cheeses, preserves, and more. We want you to know exactly what to expect – and how to get help if something isn’t right.

WHEN YOU CAN RETURN SOMETHING
You can return items if they’re in good shape, complete, and not altered. We may have to say no if the product is damaged, used too much, or missing important bits.

HOW SOON YOU NEED TO ASK
Please get in touch within a reasonable time after your parcel arrives. The exact window may depend on what you bought and where you live.

WHAT WE CAN’T TAKE BACK
Some things can’t be returned – like personalised products, opened sealed foods (for hygiene reasons), or certain special-order items. We’ll always make this clear before you buy.

WHAT TO SEND BACK WITH YOUR ITEM
Please include all original packaging, accessories, and parts. If something important is missing, it might affect whether we can accept the return or how much we can refund.

FAULTY OR NOT AS DESCRIBED?
If your product is faulty, damaged when it arrived, or doesn’t match the description, let us know. We may ask for a few extra details to help us sort it out properly.

GOT THE WRONG THING?
If we sent you something different from what you ordered, you can start a return. We’ll check your order and the item you received to confirm.

HOW TO RETURN VIA YOUR ACCOUNT
Log in, find your order, pick the item, and select the return option. Fill in the details and follow the steps – it’s all designed to be straightforward.

WHAT HAPPENS WHEN WE GET IT BACK
We check every return carefully. We’ll look at the condition and completeness, then confirm whether the return is accepted.

GETTING YOUR MONEY BACK
Once we’ve accepted your return, we’ll refund you using your original payment method. The refund amount is based on the product price – we may adjust it if the condition isn’t perfect.

HOW LONG DOES IT TAKE?
Refund times vary depending on your bank or payment provider. We always start the process as soon as we’ve approved your return.

CAN I SWAP IT FOR SOMETHING ELSE?
If you’d prefer a different product, we’ll do our best to offer an exchange – but only if stock allows. If not, we’ll process a refund instead.

RETURNING PART OF YOUR ORDER
If your order has several items, you can return just one or a few. Each item is looked at separately, so each may have its own outcome.

CANCELLING BEFORE DISPATCH
You can cancel your order before it’s shipped. Once it’s on its way, the standard return process applies.

FAIR USE AND ABUSE PREVENTION
We keep an eye out for patterns that suggest misuse. If we see clear signs of fraud or abuse, we may limit or refuse returns – this protects everyone.

YOUR LEGAL RIGHTS STILL APPLY
Nothing in this policy replaces your statutory rights. The laws in your country may give you extra protections, and they always come first.